Small Business Marketing Advice | Booked Solid University

Posts for the ‘Small Business Marketing Advice’ Category

Customer Loyalty

I was completely distracted last week, my local broadband provider decided I had canceled my account… I had not.

There are 2 ways to fix everything — my broadband service originally choose the first way, the immediate “fix.” To them, I had canceled my service, and “there was nothing that could be done.”

According to the service rep, there was no way the account could have been canceled unless I had done it and it could not be reinstate. When I asked to speak to a supervisor, I was told “He will not tell you anything I haven’t told you…”

Today, it seems as if many companies are fine with the superficial and immediate solution — solve the customer’s immediate problem or make the customer go away.

This is not the way to create a long-term, loyal customer. Fortunately for my broadband provider, I need this particular service. I was not about to go away — “No” was not the answer I needed. Most companies are not so lucky to have customers that need them, the competition is fierce in most industries.

The second way — taking the time to figure out and correct the error — is what the provider ended up doing anyway, so why didn’t we just start there? (They found the error and I have my account back.) Don’t take “NO” as a answer…

“I never give up, I never give in, and I don’t take “no” for an answer.” ~Doris Roberts (1929 – ) Actress~

Have a great day in whatever your adventure,
To success! To Life!
Sharon

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I thought you might find this interesting. Love, Dad

By Michael Port

I received an email from the NY Times this morning, well, actually from my Dad (it’s included below). He sends me emails like this all the time. It’s one of the best networking and referral marketing strategies on the planet. No, my dad is not trying to get me to send him clients, or in his case patients (he’s a physician). He sends them to me because he loves me and he’s constantly thinking about me. And it makes me feel great. Plus I learn something in the process. This is just how we should make those whith whom we are trying to build relationshps feel–loved and thought about. So, do what my Dad does. Read the papers (journals, magazines, etc.) each morning and send a few relevant, timely, and helpful articles to people in your network. When I grow up I want to be just like my Dad. Maybe you should too. ———- Message from sender: I thought you might find this interesting. Love, Dad BUSINESS / RETIREMENT | April 02, 2009 Skills to Learn to Restart Earnings By JOHN LELAND Finding their retirement nest eggs short, many are doing whatever it takes to start a second career.No Comments »

Every person speaks a different language

By Coach Sharon

Every person in the world speaks a different language. How often are we surprised when we don’t understand someone or someone doesn’t understand us? Consider for a moment, maybe you are not speaking the same language. There’s an old saying: “It isn’t what you said that’s important, it’s the response you got back that’s important. “ So in knowing that— listening isn’t the key; understanding is. Understanding communication starts when we develop a deeper understanding of how people communicate. There are multiple models for understanding communication, which we can go into in detail at a later date. Today’s focus is on the Neuro Linguistc Programming (NLP) Representational Systems. NLP Representational Systems are a model that was developed to understand the way people code and store experience in their minds. These experiences are the basis for their memories, thoughts, beliefs and actions. The system states that people generally code experiences in three ways: 1. visually (V) in pictures (still or moving); 2. auditorily (A) in words and sounds; and 3. kinesthetically (K) in feelings emotions and sensations (VAK). While we all use all three systems, we generally have a preferred strategy. The words we use to communicate, the gestures we use, and even our eye movements show others what our preferred VAK strategy is. Words your customers use indicate what Representational System they are accessing at the time. Visual Predicates • I see it like it was yesterday… • My perspective is… • The way I view it is… • It colored my whole way of seeing it… • Through rose colored glasses… Auditory Predicates • That doesn’t sound right to me… • It is loud and clear… • That rings a bell… • I heard it coming… • I can’t think, it is so noisy… Kinesthetic Predicates • I’m stuck, I can’t move forward… • It’s a gut feeling, I can’t explain it… • I’m rolling with the punches… • Whatever feels good… • He won’t budge… Over time, you can begin to notice a pattern in the way your customer speaks. With patience, persistence, and practice you can use these verbal behavioral patterns to more easily build rapport, persuade, influence, and sell better. You may want to consider creating several company messages depending on the different types of customers you serve. Not only do you have customers who are in different stages of the buying process (from browsers to those who kinda know what they want to those who know exactly what they want), you have customers who speak different languages too. They will all be asking different questions, as well. Just by speaking their language you can put people at ease, create a sense of trust, and create stronger relationships. Have a great day whatever your adventure SharonNo Comments »

$10 Service Charge

By Michael Port

My favorite local lunch place just put up a new sign. It reads: If you’re grouchy, irritable or just plain mean there will be a $10 service charge for dealing with you. I love it. Way to set expectations. I guarantee customers are friendlier when ordering and in turn so are the staff. Everybody wins.No Comments »

on MSNBC’s Your Business: Jan. 4, 2009 at 7:30am ET

By Michael Port

If you’re interested… You can see me on MSNBC’s Your Business on Sunday, January 4th. Show starts at 7:30am ET. I’ll be interviewed on “How to boost your sales even in the worst economic periods.” If you miss the original air date you can watch the video on the show’s website. Enjoy!No Comments »